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Being owed money by large company

(8 Posts)
dallas Fri 21-Sep-18 13:48:00

I use PlusNet for my telephone and broadband supplier who in the past have been good. This doesn't appear to be the case now, I pay my Line rental once a year to save money only to be charged line rental in August and again in September, I have called six times to get my money back to be told it will be in my bank account in five days, I wait in hope every time. It seems to me they are very quick to ask their customers to pay if they are owed money but when it is them owing us money they don't pay up. Has any other Gran had the same problem and what can we do about it. I don't like to play the OAP card but really felt on the telephone again today that they really don't care.

OldMeg Fri 21-Sep-18 13:55:36

I had PlusNet once and found their Customer Care was not all it’s cracked up to be.

There is a way to get this sorted. Ask to ‘escalate’ the problem and demand (politely) to speak to a Supervisor. Be firm and insist.

AnnS1 Fri 21-Sep-18 14:36:57

Had similar with amazon, it eventually got sorted out when I complained on their facebook page. Is that an option?

sodapop Fri 21-Sep-18 16:20:26

We had a similar issue with SFR here in France dallas finally got our money back after writing a letter to the CEO. No apology for their poor customer care of course.

phoenix Fri 21-Sep-18 18:01:53

We are with Plusnet too, last monthly bill was almost 3 times usual one shock

After 20 minutes on hold, was told that they agreed, it didn't look right, and it would be investigated.

A few days later I followed up, was asked to send proof that I had paid the August bill (it's on direct debit confused but duly did screen shot (of last 3 paymeny, just to show how out of the norm it was) and sent.

10 days later, still no action, phoned again (another 20 minutes on hold) turns out that the sudden increase was due to them knitting to take payment for April 2017 shock

Nice chap said that it was their error, and they couldn't legally claim the payment, and they would refund it.

I will check the bank statement and see if they do, can't face another 20 minutes on hold!

JudyJudy12 Fri 21-Sep-18 18:11:11

I would recommend their Facebook page, either message or in a post. A post will bring the quickest response.

OldMeg Fri 21-Sep-18 19:22:34

Do people not realise that if you ask to escalate these issues they are required to pass you up the ladder to someone who can take ownership of the problem?

M0nica Fri 21-Sep-18 19:58:04

Try taking it to the newspapers, either news desk of the person dealing with readers financial problems.